Telephone Skills for Building Client Relationships and Job Satisfaction



  • Welcome and introductions
  • Course objectives, group objectives
  • How we use the telephone
  • First impressions
  • Telephone and professional etiquette
  • Micro - Moments of interaction that shape the relationship
  • Communication mix
  • Verbal - the words we use
  • Vocal - the way we say it
  • Visual - body language and facial expression
  • What can the other person “see” over the telephone
  • Communication "leaks" 
  • The primitive response
  • Steering the conversation with effective questioning
  • The challenges of accurate listening  - quiz
  • Active Listening
  • Dealing with difficult situations
  • Positive complaint handling
  • Summary of excellent phone management
  • Clarifying information
  • Summary, review and questions
  • Personal Action Plan

Benefits of the training

  • Improved communication skills on the telephone
  • Increased understanding of the client experience
  • Enhanced awareness of the crucial role of excellent service
  • Additional strength and confidence under pressure
  • More job satisfaction and enjoyment

© Candy Bowman 2013 - 2018

Contact us about this course.